Work Tickets in the Agent Workspace

Support requests pile up fast when they live in a shared mailbox. Two people answer the same customer, nobody knows who owns a thread and a week-old question sits unread under newer mail.

The agent workspace keeps every conversation in one inbox inside wp-admin. Each ticket carries a status, a priority and an assigned agent, so the team can see what needs an answer and whose turn it is.

Open the Workspace

Go to Core Support → Tickets in the wp-admin menu. The workspace opens on the Inbox, at /wp-admin/admin.php?page=core-support.

Anyone with the core_support_work_tickets capability can open it. That covers administrators and the Support Agent and Support Manager roles, and Agents, Roles and Permissions explains who gets what. Agents who sign in without a specific destination land here instead of the dashboard.

See New Tickets at a Glance

Core Support tells each agent what arrived since they last looked, on every wp-admin screen:

• Tickets in the menu shows a red count of tickets opened since you last opened the inbox.
• Core Support itself shows that count plus roadmap suggestions waiting for review, so you see it with the menu closed.
• A bell sits beside “Howdy” in the toolbar, on wp-admin screens and on the site.

Opening the inbox clears your ticket count. The count is per agent, so a colleague’s visit doesn’t clear yours.

The bell lists the 6 newest tickets, with new ones marked by a blue dot, and roadmap suggestions waiting for review when the Roadmaps module is on. Each row shows the subject, the customer, the ticket number and how long ago it arrived, and opens the ticket. Mark all as seen clears the count without leaving the page you’re on, and Open the inbox goes straight to the list.

The Core Support menu itself is grouped, with a thin rule between groups:

• the help desk: Tickets, Customers, Chat conversations and Incoming mail
• what customers read: Docs, Collections, Docs insights, Changelogs, Roadmap and Roadmaps
• setup: Settings, AI and Chat, Connections, Connected sites, Integrations and Import
• Diagnostics and License

Each agent sees only the items their role allows. Team Alerts covers email and phone alerts for the moments nobody has wp-admin open.

Read the Ticket List

Each row in the list shows:

• the subject
• the ticket number, such as #42
• the customer’s name
• Assigned or Unassigned
• the status and priority badges
• when the ticket last changed

The most recently updated tickets come first. Tickets per page under Core Support → Settings → Agent workspace sets the page length, 25 by default. Previous and Next move between pages.

Ticket Statuses

Every ticket has one of three statuses:

• Open: the customer is waiting for the team. New tickets start here, and a customer reply moves a ticket back to Open.
• Waiting on customer: the team answered and the next move is the customer’s. A public agent reply moves a ticket here by default.
• Resolved: the conversation is done. Customers can resolve and reopen their own tickets unless you turn that off.

Private notes never change the status. Which status a public reply sets is a setting, covered in Reply to Customers and Add Private Notes.

Filter and Search

The Conversations sidebar filters by status: All tickets, Open, Waiting on customer and Resolved. A click applies the filter straight away.

The toolbar adds 2 more filters:

• Assignment: Anyone, Assigned to me or Unassigned
• Priority: Any priority, Normal, High or Urgent

These two and the search box apply when you choose Search. All filters combine, so open, urgent tickets assigned to you make one view. The refresh button reloads the list without changing the filters.

The search box (Subject, #number, customer…) matches:

• any part of a ticket subject
• an exact ticket number, typed as 123 or #123
• any part of the customer’s name or email address

Search doesn’t look inside messages, and private notes are never searched. A ticket number is the quickest way to reach a ticket a customer quotes back to you.

Open a Ticket

Choose a row to open the conversation. The top shows the ticket number, the subject, the status and priority badges and when the ticket was opened.

Below that sit:

• the Status, Priority and Assigned to fields with a Save details button
• the customer’s name and email, plus where the ticket came from when it was Chat, a connected site or a website form
• the customer card: the customer number, phone, company, ticket and order counts, and the orders linked to this ticket
• order, license and CRM details from your other plugins, when customer context finds a match
• every message, oldest first, with attachments under the message they came with
• Delivery activity for reply emails, and Received email with a Download original email link for each message that arrived by mail
• the reply composer

Reload conversation fetches the latest messages without losing what you’ve typed. Back to tickets returns to the list with your filters as they were.

Assign and Prioritize a Ticket

1. Open the ticket.
2. Pick a Status, a Priority and an agent under Assigned to, or choose Unassigned.
3. Choose Save details.

Priority has 3 levels: Normal, High and Urgent. Customers never see it, because it exists only to order the team’s work. It is wise to keep Urgent rare, or every ticket ends up urgent and the filter stops helping.

The Assigned to list holds everyone who can work tickets on this site. New tickets can also start with a default priority and assignee, set as described in Ticket Intake, Priorities and New Senders.

Link an Order to the Ticket

The customer card lists the orders this ticket is about under Orders on this ticket. To add one, pick another of the customer’s orders in the list and choose Link order. Unlink removes a link, and each order opens in its store.

A ticket opened from a “Get help with this order” button links that order by itself when it belongs to the person who opened it. Open customer on the card goes to the customer’s page, which Keep One Record for Each Customer covers.

Draft a Reply with AI

With Draft ticket replies with AI switched on under Core Support → AI and Chat, the reply box shows Draft with AI while it’s on Public reply. It fills the box with a reply written from your docs and the conversation so far, with notes in square brackets wherever the docs fall short. You check it, edit it and send it yourself. Draft Ticket Replies with AI covers the setting and what the model sees.

When Two Agents Edit the Same Ticket

Core Support checks every save against the version of the ticket you loaded. If someone else replied or changed the ticket in the meantime, it stops your save with “This ticket changed. Reload it before trying again. Your draft is kept.”

Choose Reload conversation, read what changed, then save again. Your text stays in the composer through the reload.

Drafts and Retries

The workspace holds unsent text for you while you work:

• A draft stays with its ticket when you open another ticket, change filters or reload the conversation.
• The public reply and the private note on one ticket keep separate drafts.
• If a save fails, for example on a dropped connection or a server error, the text stays in the composer.
• Sending again after a failure never posts the same reply twice. Each retry carries the same request key, so the server recognizes the repeat.

Drafts live in the browser tab, not on the server. Closing the tab or reloading the whole page clears them, so the browser asks you to confirm before it leaves a page with unsent text.

Link Straight to a Ticket

Every ticket has its own address: /wp-admin/admin.php?page=core-support&ticket=123. Team alerts, team emails, the toolbar bell and the Chat conversation list use these links to open a ticket directly. You can paste one into your team’s chat too.

Good to Know

• New ticket in the workspace opens a ticket under your own name and email. There’s no field to choose a customer, so it suits internal requests better than opening a ticket on someone’s behalf.
• A ticket holds up to 500 messages. After that, Core Support asks for a new ticket.
• The workspace has its own light, dark or automatic look, set by Workspace color mode under Core Support → Settings → Branding.
• An agent who opens the customer portal sees it as a customer: only their own tickets, with no assignment or priority filters.

Saved replies and tags aren’t part of the workspace yet, so each reply is written in the composer, or drafted with AI, and each ticket’s details are saved on their own.